Tim Hortons — Restaurant in Ottawa

This Tim Hortons is unprofessional and unfriendly towards Uber delivery drivers. This afternoon, at 1:26 PM, I accepted two delivery orders from Tim Hortons through Uber. According to the agreement between Uber and the restaurant, the orders should be ready for pickup when the driver arrives, as Uber has already allowed time for the restaurant to prepare the food. However, when I arrived, the orders hadn't even been started, and there were no other customers waiting at the time. After waiting for a while and no one serving me, I asked about my orders, and only then did a female staff member begin to prepare them.

When she finished one order and was about to start the second, a customer walked in to place a new order. The staff member abandoned my order and went to serve the new customer. I continued waiting. After she finished with the new customer, she went off to do something else. Meanwhile, more customers arrived. That's when the manager came out from the kitchen, noticed the line outside, and addressed me first. I told her I was waiting for my second order, and that I had already been waiting for quite a long time. She explained that they were understaffed. I pointed out that when I arrived, there were no other customers waiting, and she impatiently responded that she understood Uber's process, and if I didn’t want to wait, I could cancel the order, and it would be reassigned to another driver. She even threatened to give me a bad rating, which she indeed did afterward. She then told me to step aside while she served the customers who had arrived after me.

At that point, another taller, friendlier, and more professional staff member quickly came over and, in one minute, completed my second order. I was able to leave the store afterward. I waited for over 20 minutes at this store, and it left me with the impression that the manager was both unprofessional and unfriendly toward delivery drivers. Her suggestion to cancel the order not only hurt the customer experience by extending wait times, but it also harmed the driver’s financial interests. Delivery drivers and restaurants should work together cooperatively to provide a great online ordering experience for customers. It’s not just the driver’s effort that matters, but the restaurant’s cooperation as well. Tim Hortons is a brand Canadians are proud of, but this manager’s unprofessional behavior not only reflects poorly on her but also impacts the company’s image and reputation.

And by the way, the restaurant consistently prioritizes in-store orders, even when the driver has already arrived to pick up. When customers complain about late deliveries, it’s not the driver’s fault – it’s because the restaurant consistently places Uber orders at the end of the priority queue.

If this restaurant is so unwilling to serve delivery drivers properly, why not just remove the option for platform orders altogether and only accept in-store customers? It would save both customers and drivers a lot of...

I came in yesterday and ordered an Iced Capp. A staff member named Steve I believe I even asked for his name. He took my order but completely forgot about it and walked away. I ended up waiting almost an hour for just one drink. Thankfully, another employee noticed I was still waiting and kindly asked what my order was then made it for me.

Shockingly, Steve later yelled at her and blamed her for the delay, even though she had nothing to do with it. I clearly heard her say she didn’t make the order which was absolutely true. Steve was the one who took it and ignored it. I’ve noticed this isn’t the first time Steve makes mistakes and blames others when things go wrong.

On top of that, every time I come to this location, I overhear managers speaking loudly, using harsh and vulgar language, and showing no respect toward staff or customers. The tone is always aggressive, and the conversations are often inappropriate and uncomfortable to listen to.

To make matters worse, I greeted an employee outside and asked if she was heading home after her shift. She told me she had just been fired and no longer worked at the store. I told her, honestly, that it was probably for the best. I’ve been to this location many times, and every time it’s a negative experience. She and the rest of the team deserve better.

I’m writing this now because I also work part-time as an Uber delivery driver and came in again today only to have yet another bad experience. At this point, I strongly feel this location needs serious improvement in management, communication, and basic respect for both employees...

I’ve had a few bad experiences at this Tim Hortons, mostly because of how poorly it’s managed. One of the managers, Vanessa, is really unprofessional she’s always yelling, swearing, and spending more time talking loudly than actually helping the staff, especially when it’s busy.

They’ve recently hired a bunch of new employees, so things are already hectic. But instead of supporting them, the managers seem to just blame and yell at them. It’s honestly hard to watch. One time I waited over 35 minutes just for a simple order because a new staff member was being ignored by a manager when they asked for help. It was frustrating, and it’s not a one time thing this kind of delay happens often, and now I’d rather just go somewhere else than deal with the long lines and chaos.

What makes it worse is that they yell so loudly it disturbs people sitting in the dining area, and I’ve heard them use vulgar language more than once. It’s uncomfortable for everyone around.

There’s also a short manager, not sure what his name is who’s usually up front working the cash. He seems to be making a lot of mistakes and then blaming them on other people, especially when it comes to the Uber orders, even though he’s the one who was clearly assigned to handle them. At one point, I heard him tell an Uber driver, “Just because you got here on time doesn’t mean your order will be ready on time,” which came off as extremely rude and unnecessary.

Overall, this location needs serious improvement when it comes to management. The environment they create isn’t good for the staff or...